TALAN - FAQs

MY ACCOUNT

1. What are the benefits of creating an account?

When creating an account, you can count on many benefits, including the ability to:

• receiving promotional coupons for subscribers;

• receiving notifications about offers and promotions of interesting products;

• tracking orders in the "My Account" section;

• submitting requests for product return in the "My Account" section;

• canceling a paid order in the "My Account" section.

2. How can I register?

Go to the home page and click the "login image Login" icon in the top right corner of the screen. Provide all your registration details and then click the "Register" button.

3. How can I log in?

Go to the home page and click the "login image Login" icon in the top right corner of the screen. Enter your login details: phone number / e-mail address / and password, then click "Log in".

4. What should I do if I forget my password?

To log in to your account, you can click "Forgot your password" and reset your password. The system will then send a verification code to the user's email address or phone number.

5. Can I register and log in using a telephone number?

Yes, you can register and login with your phone number or email address.

6. Do I have to create an account to make a purchase on the TALAN website?

No, registration is not necessary in order to make purchases in the official Talan Store. However, we recommend setting up an account, because it allows, among others access to the list of orders and returns. Registered customers can also use special discount codes.

8. Can I change my e-mail address or contact number after registration?

Yes, the e-mail address or contact number can be changed after logging in to the store and clicking on the "User Center" option.

What payment methods do you accept?

1. How can I make a payment?

We currently offer the following payment methods: Przelewy24 / Visa, MasterCard, Diners Club, JCB, PolCard cards / internet wallets: PayPal and Moneybookers / SkyCash Payments, PayTel, FerBuy / Online Transfers - online bank transfers

2. Do I need a bank account?

Yes, you need a bank account with online payment access. If you do not see the appropriate option during the Przelewy24 payment, please contact your bank. or choose another available payment method.

3. How long do I have to pay after placing my order?

Registered customers have 24 hours to make payment after placing the order. Customers placing an order in guest mode have 4 hours to make the payment.

4. Does the Talan Store have a set transaction limit?

The Talan store does not specify the maximum amount of payment for orders.

5. Can I split my payment into several parts if my order exceeds the purchase limit?

On Przelewy24, choose FerBuy buy now, pay later.

6. Can I split my payment if I exceed the payment limit for an order?

The amount due for the order must be paid in full once. We recommend contacting your bank and increasing the maximum transaction limit.

7. The transfer has been processed, but the order confirmation e-mail has not yet arrived. What should I do?

Confirmation should be sent the same day. Check the SPAM folder in your email account. If, nevertheless, it turns out that the message has not been received, please contact the TALAN Customer Service Center via Live Chat, Hotline or Email. Please include your order number for easy identification.

8. What should I do if I have been charged the wrong amount?

If you suspect that an incorrect amount has been charged for your order, please contact the Talan Customer Service Center via live chat, hotline or email. Please provide your order number when calling and have your payment receipt ready.

9. How soon will the payment be refunded? What should I do if I do not receive a refund?

The refund takes 3-5 business days. However, in some cases it may take up to 14 days, depending on the card issuer. The refund will start when the product or products are returned or the proof of their return, whichever is the earlier, is provided. If you do not receive your refund within this period, please contact the Talan Customer Service Center via live chat, hotline or email.

10. How can I get my money back if I want to cancel my order after payment?

If you cancel your order or return the product within 15 days, your money will be refunded using the original payment method.

11. Can the invoice details be changed for business use or other reasons?

To change your invoice information, you must contact the Talan Customer Service Center. We will ask for your order number and the changes to be made on the invoice. The invoice changes will be made on the basis of an adjustment.

12. How can I get a duplicate invoice?

If the products were purchased in the Talan Store, you can enter your account and download a copy of the invoice. This is a solution for users logged in while placing an order. Alternatively, you can contact the Talan Customer Service Center via live chat, hotline or email. Please prepare your order number before the interview.

13. Can I create an invoice separately for each item in an order with multiple products?

By default, only one invoice is created for the entire order. The system does not allow you to create separate invoices for each item. If you need a separate invoice for each item, you must purchase each one based on separate orders.

ORDER AND PURCHASE

1. 1. Why can't I place an order?

The problem with placing the order may be due to:

• incompleteness of the information provided when placing the order;

• limited access to the Internet.

If the problem persists, please contact the TALAN Customer Service Center via Live Chat, Hotline or Email.

2. Can I purchase via live chat, hotline or email?

No. We only accept orders via the website and the app. Nevertheless, the employees of the TALAN Customer Service Center are happy to help people who have difficulties placing an order via live chat, hotline or e-mail.

3. Can I pay for my order upon delivery?

We enable payment on delivery on terms consistent with the requirements of our delivery partner.

4. How can I check if a product is in stock?

If the product is available, its card shows the "Add to Cart" option. If you see the message "Notify Me", this means the product is not currently available. In this case, you can set up a notification to receive an email when the product becomes available again.

5. Can I cancel my order after payment?

Yes, you can cancel your order in two ways:

a) by going to the "My orders" tab in your account. The order can be canceled until the status changes to "Shipped from stock",

b) by contacting the TALAN Customer Service Center. For this purpose, please prepare the order number and personal data necessary for verification.

Please note that the order can only be canceled before going to the packing stage in our warehouse.

6. Where can I find the discount code?

The rebate codes can be found on the user's account in the "DISCOUNT COUPONS" section after logging in. We enable participation in special events for loyal customers and offer rewards for purchases in our store. We encourage you to subscribe to the newsletter in order not to miss any offer.

7. Where can I find the order number?

After logging in to your account in the "My orders" tab, you can check the list of orders placed with their identification numbers. The order number is also sent to the e-mail address after placing the order, and also included in the documents attached to the package.

8. How can I track my order?

If you are using a HUAWEI ID:

• log in to your account and go to the "My Orders" section.

• Select the order you want to track. Its status will then be displayed.

For guest purchase (no login):

• click "Track Order" on the Huawei website;

• provide an e-mail address, order number and verification code;

• The order status can then be checked by clicking on "Check Order Status".

9. Can I change the delivery address after payment?

Currently, the system does not provide such a possibility.

10. Can I add a product to an order that has already been placed?

No. It is not possible to add additional products to an order that has already been placed. You need to place another order.

11. What personal data do I need to provide when placing an order?

When placing an order, please provide the recipient's full name, correct address, and contact details.

12. Is it possible to pick up the order in person at the partner of the Talan Store in Poland?

Currently this service is not available.

SHIPMENT

1. When will my order ship?

If the goods are in stock, usually 1-3 business days after placing the order. If any items are temporarily unavailable or if more time is required for delivery, we will let you know.

2. Do I bear the delivery costs?

Delivery of all orders placed in the Talan Store is covered by the buyer in accordance with the delivery service price list.

3. Which courier company serves Talan individual customers in Poland?

In the field of courier services and parcel machines in Poland, we cooperate with InPost companies.

4. Where are the ordered goods shipped from?

We ship the goods from a warehouse in Poland.

5. Can I change the delivery address of my order?

The delivery address cannot be changed once an order has been placed.

6. Can I choose the date and time of delivery?

In this matter, we recommend contacting the courier company and agreeing on a convenient date and time of delivery.

7. The products were ordered bundled but the delivery was incomplete. What should I do?

Contact the courier company and prepare a description of the problem. Then send such a description to the TALAN Customer Service Center, which will help you submit a complaint to the courier company. If you have additional questions, please contact the TALAN Customer Service Center immediately via Live Chat, Hotline or Email for assistance.

8. What steps should I take if my order has not arrived on time?

Contact the TALAN Customer Service Center via Live Chat, Hotline or Email. Please include your order number for easy identification. You should also consider any conditions that are beyond your control, such as weather or traffic.

9. Where can the placed order be delivered?

Orders can only be delivered to the correct address in Poland.

10. Do I have to pay shipping costs when I return or exchange a product?

If you choose to return the product within 15 days without giving any reason, you may need to pay for delivery yourself if you need to return the product.

If the reason for returning the products is their defectiveness and submitting a valid complaint in accordance with the relevant consumer protection regulations, the return will not be charged.

What is your return policy?

1. What is the return period without giving any reason (withdrawal)?

If you wish to return a product, you have 15 days to notify us. In principle, this period begins on the day after the delivery is accepted. More details can be found in the Terms of Sale.

2. How can I withdraw from the purchase contract?

You can withdraw from the contract within 15 days of purchase without giving any reason. It is possible to receive a full refund of the amount paid if the device has no signs of mechanical damage and the package contains all received accessories, instructions and warranty cards.

Withdrawal from the purchase contract may be made via the form available in the Return Policy or by contacting the TALAN Customer Service Center via live chat, hotline or e-mail. You can also start the return process by going to your account. Select the order you want to return and follow the next steps.

3. I want to return the product without giving any reason, but I was unable to ship it within the statutory deadline. Can I still return it?

Don't worry, after informing us that you intend to return your products, you still have 14 days to send them back to us. This 14-day period begins the day after your refund request is approved. More details can be found in the Terms of Sale.

4. Should the product be returned in its original packaging?

We recommend that you send the goods in their original and undamaged packaging.

5. What should I do if I do not receive the return label or code?

Contact the TALAN Customer Service Center via Live Chat, Hotline or Email. We will resend the label or create a new label for it. If you return the product via an InPost parcel locker, you will receive a return code which should be written on the box.

6. Can I return part of my order?

Yes. You can return some products from your order while keeping others. If you order a package or receive a gift for your order, you may need to return the entire package or gifts for a full refund. More details can be found in our Return Policy or Terms of Sale.

7. What happens if I do not return the product in full (eg without accessories)?

To recover the full amount (paid during purchase), please return all accessories and add-ons that were in the box. If any parts or items included in the product are not returned, we may deduct their value from the total amount refunded. In the event of returning the missing elements at a later date, you must cover the delivery costs yourself.

8. When and how will I receive my refund?

In accordance with the Regulations of Sale: The seller will return the payment made by the customer within 14 days from the date. The refund will start when the product or products are returned or the proof of their return, whichever is the earlier, is provided. The reimbursement will be made using the same payment method that was used by the customer, unless the customer expressly agrees to a different method of reimbursement, which does not involve any costs for him.

9. What should I do if I receive goods other than what I ordered?

In this case, please contact the TALAN Customer Service Center via live chat, hotline or e-mail.

10. What should I do if the goods are damaged during transport?

If the package looks damaged after delivery by the courier, refuse to accept it. It will be returned to us. If the damage is noticed at the time of receipt of the package, the customer should make a complaint about the package directly at the parcel locker from which he or she makes the pickup or the InPost mobile application (before the end of the pickup procedure).

If the damage was noticed after picking up the parcel from the parcel locker or completing the collection procedure from the courier, the customer should prepare a damage report in accordance with the condition of the parcel via the website: https://inpost.pl/protokol (within 7 calendar days from the date of delivery) and submit official complaint via the form: https://inpost.pl/kontakt/zloz-reklamacje. Additionally, inform the Talan Customer Service Center about this fact.

If you discover damage to the goods within 24 hours of receiving them, please contact the TALAN Customer Service Center via Live Chat, Hotline or Email. Take photos documenting the condition of the device / shipment and send the goods in the correct packaging (in the original packaging).